Walk-in || Trainer

: BPO Trainer

Position: BPO Trainer

Experience: Minimum 1 Year

Industry: BPO / Call Center

Roles & Responsibilities

• Conduct training sessions for new joiners and existing employees on process knowledge, product knowledge, communication skills, and customer handling.
• Manage and guide a team of trainees to ensure effective learning and performance improvement.
• Define, monitor, and track training-related KPIs (Key Performance Indicators) and KRAs (Key Result Areas) to evaluate training effectiveness.
• Ensure trainees meet performance targets related to quality, productivity, attendance, process knowledge, and assessment scores.
• Conduct mock calls, assessments, refresher training, and feedback sessions to identify and improve performance gaps.
• Monitor trainee progress and ensure a smooth transition from training to the Operations Team.
• Coordinate with Operations and Quality Teams to identify training needs and improve overall team performance.
• Prepare and maintain daily, weekly, and monthly training reports, including attendance, assessment scores, batch performance, and training completion status.
• Analyze training results and implement improvement plans to achieve defined KPIs and KRAs.
• Handle team performance, maintain training discipline, and motivate trainees to achieve organizational goals.

Requirements

• Minimum 1 year of experience as a BPO Trainer, with hands-on experience in team management and training.
• Strong knowledge of BPO processes, training methodologies, KPI and KRA management.
• Excellent communication, presentation, leadership, and team-handling skills.
• Ability to analyze performance reports and identify training gaps.
• Basic proficiency in MS Excel and reporting.

Interested candidates can share their resumes for further details.